How do workflows, work types, and request types connect?
Requests submitted by your customers are called work items inside Jira Service Management, where your agents work.
Request types are the types of requests that can be raised in your service project, such as ‘Get IT help’ or ‘Request a new account’. They manage the specific settings of a work item (such as naming, portal customization, and work categories). Read more about request types.
Work types manage the foundational settings of a work item (such as workflows). For example, connecting a work type to a workflow allows any work item with that work type to use that workflow. Work types can be shared across projects. Read more about work types.
Read more about difference between request types and work types.
A workflow is the set of statuses and transitions that a work item will move through as it’s being worked on by your team. For example, a work item might transition from the ‘To do' status to the ‘In-progress’ status, and finally to 'Done’. Workflows typically represent the work processes of your organization, and can be customised to suit your needs. Read more about customising workflows.
Workflow schemes define a specific set of relationship between work types and workflows. A workflow scheme defines a set of associations between a workflow and a work type. Within a workflow scheme, you can associate work types with different workflows and then share this same scheme with multiple projects on your site. Read more about workflow schemes.
接続
Every request type in Jira Service Management is connected to a work type, and each work type is connected to a workflow - all of these together form your work item.
それをいくつかのパートに分解すると、次のようになります。
One work type can be used for many different request types. For example, the Purchase work type could be used for both the Request new hardware AND Request new software request types.
However, one request type can only be connected to one work type at a time. For example, the Request new software request type could use the Purchase work type OR another work type, but not both.
The request type must have the same work type as the work item it’s connected to. If you change the work type of a work item, you’ll also need to update the request type to match.
Because each request type can only have one work type, they can also have only one workflow. For example, the Request new software request type could use the Service request workflow OR the Incident management workflow, but not both.
One workflow can be used for many different work types. So the Service request workflow could be used for the Purchase work type, Service work type AND the Help work type.
One work type can only be connected to one workflow at a time. For example, the Purchase work type could use the Service request workflow OR the Incident management workflow, but not both.
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